Unreliable step counting bug

[Guy_]

There is an issue with the step counting as shown here, with the dated Core Stats.

At 15:38 the watch was indicating an erroneous 13,256 steps

After a sync it was showing a more accurate 8,536 steps

How or why this bug has appeared is unknown. It is due to improper syncing/server processing.

There is nothing a user can do to fix this bug, any attempts could make matters worse and be a waste of time.

If the watch is not connected to the Fitbit App, by closing the app [often not possible] or better by turning off Bluetooth, and the steps are correct it would confirm that as the cause.

For Versa/Sense users [not Versa 4 or Sense 2], the SimpleCheckUp app [first screen] might help to know on the watch when the watch last synced.

When turning on Bluetooth again, it is necessary to manual sync a few times to get the correct steps to show.

This bug is NOT related to any watch firmware update or Fitbit App update and applies to all phone and watch types. There will be no update issued to fix it.

Steps counting bug - Update March 20th

It seems this is still not entirely stable and Google may still be introducing changes.

Small adjustments can appear when auto syncing [every 15 minutes about depending on connectivity] or even manual syncing randomly.

Steps counting bug - Update March 19th

After some more testing and in the absence of any official information from Google - the app finally appears to sync correctly without any unwanted adjustments.

Of note, no action by the user was/is necessary for the syncing to be correct, as the error was only at the Google end.

Steps counting bug - Update March 17th

Some people still noticed minor adjustments to the watch steps when syncing, meaning the problem is still not fully fixed.

Steps counting bug - Update April 7th:

The ensuing minor steps adjusting bug that was still prevalent seems also fixed now.

Steps counting bug - Update March 13th:

This may finally be fixed - check steps on your device and manually sync, If the app then shows the same for you it is fixed. However some minor adjustments still seem to occur.

Stress Management Score - Update March 7th:

The missing Stress Management Score that affected all user types [regular or premium] is supposedly fixed now without any user intervention. Though the missing history is not recovered.

For those still not getting it yet please make a separate post/investigation.

[Stepomatic]

Same here. Since the update, mine has been changing my step count multiple times throughout the day.  up 3000 down 4000 it has made it realy hard to figure out what I actulay did. I have also noticed tha changes happens alot when I syn to my phone app.  This is not acceptable!

[Fd-156]

Same here.I have a sense.And yesterday I lost around 600 steps.Today I lost almost 3,000 steps.

[jlamp]

I just did a chat with fitbit. They suggested that I change the sensitivity by switching the hand dominance in the settings. I don't think that will help but that is all that was offered. I know the step count is fairly accurate as it is my typical walk and I know about how many steps it is for me. It seems to be counting accurately. The problem isn't counting the steps accurately. The problem is that the steps disappear AFTER they are counted. And, yes like you said, by the thousands. 

[Nicz30]

I've had this all day too! Thought i was going mad, think I've lost 6k steps throughout the day 😐

[Han01]

No issues, thanks or the updated thread. 

Hope they find a solution otherwise will look to other providers like Garmin who have more reliable step count.

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Thanks, unfortunate that the most basic feature like step count is not working.

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Moderator edit - Merged messages

[Suzbaus]

Same issue here. My watch is connected to the app on my phone, the app showed the same figures as the watch each time.

 

 

[Itmighthelo]

I have had the same issue for two days now

i think I have solved by updating the Fitbit app and removing the health and fitness app from my phone

the Fitbit device and app are now in sync

[Fd-156]

Same with my app and my watch.mu steps kept going backwards and was losing alot of steps.They told me a new version is suppose to be rolling out. I hope this will solve the problem. 

[Suzbaus]

It is very frustrating.

[andyyapsg]

I encountered the same problem since last Friday. Today I took a long walk with my friend who is using a Sense as well but Android App (I am using iPhone). His Sense had the same issue. I took hint from some feedback here and turned off the Bluetooth from the start. It was all well until later in the day when I turned back the Bluetooth and did the sync. Here are the swings within just a few minutes. 

Note: the second Sense was my retired Sense so it was standalone, ie used as a pedometer to check and compare. 

My humble view on this is if Fitbit can’t fix the problem quick enough, just allow users to revert back to the earlier version when they are debugging.

[Tourdefarms]

By "they" I assume you must have spoken with someone at Fitbit support. Thanks for giving us hope.

I've been tracking my steps along with time simultaneously long before this issue surfaced. Just so you know, in my case the lowest number of steps that I can get the watch and app to register, is the most accurate. I don't feel that any steps that get subtracted are steps that I earned.

[Fd-156]

Yes I did.i told her all what steps I took.And she told me their is suppose to be an update version for the app.

As I have 4.36.1& the new version for the app will be 4.37.

Click on your profile picture & it will bring up options.Click on help and there you can see what version you have.Hope it comes soon.!! Have a great day!!!

[Fd-156]

Yes I also have an android fitbit app.They told me they rolled out a newer version for the app.

It is 4.37.

I have 4.36.1

Hope it rolls out soon.Have a great day!!

[Tourdefarms]

Just checked and I have 4.37. 

[Tourdefarms]

Just checked, I have 4.37. So your saying that is supposed to fix it. I hope you are right. Thanks for taking the time to work with Fitbit support.

[Fd-156]

are you still having problems with the newer version? If so contact them and let know.And tell them you were having problems with both versions. I read on hear someone stated it was a bug.

So the more people let them know they will do something about it.

I hope for you.That you will be good to go now!! Have a great day!!

[Guy_]

Hi All - see Unreliable step counting bug there is currently no fix for this bug other than manually syncing lots of times till the steps come right, each time.

[Mom2Jacob]

I did update to 4.37 several days ago and nothing has changed since Friday when all this started 

[Fd-156]

Let them know.the more people let them know they will do something to correct it.Did you reboot your phone,since the newer version?

[Mom2Jacob]

Are all you sense and android people?  I’m a iPhone Versa 3 person and I have the same crap!  I wonder what other watches have this issue?  My friend has a charge 4 but doesn’t seem to have problems (but she doesn’t use her watch or app as closely as I do).  Same with my brother who has Versa 2, he only uses watch for sleep.

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I worked with customer service on Saturday and we spent close to an hour trying everything. Phone checks/watch stuff/ / app and Bluetooth stuff. Sunday still crap! Went to chat and finally they said they knew about the problem and they care about fixing it as fast as they can. I asked them if this problem was just for Versa 3 and chat said no, others, but not all, have problem.

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Moderator edit - Merged messages